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SERVICE SPECIFICATION FOR PROMOTING INDEPENDENT LIVING (PIL)

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Table of Contents1.0 INTRODUCTION2.0 ADDITIONAL SERVICE ELEMENTS3.0 FORWARD THINKING4.0 PROVISION OF PROMOTING INDEPENDENT LIVING SERVICE - DESCRIPTION4.1 Vision

4.2 Service Values

4.3 General Requirements of the Service

4.4 High Level Service Outcomes

5.0 LINK TO LEGISLATION & STRATEGY6.0 CURRENT SERVICE DELIVERY6.1 Funding Streams

7.0 SERVICE MODEL7.1 Target Groups

7.2 Service Accessibility

7.3 Marketing the Service

7.4 Geographical coverage

7.5 Expected Outcomes

7.6 Customer User Satisfaction

7.7 Staffing for the Service

7.8 Training & Keeping Up to Date

8.0 THE OPERATION OF THE SERVICE8.1 Business Plan Approach

8.2 IT Systems

8.3 Case Records

8.4 Civil Emergency & Business Continuity

8.5 Partnership Working

8.6 Prioritisation for Adaptations to the Home

8.7 Safeguarding

8.8 Health & Safety

9.0 QUALITY & MONITORING9.1 Further Reporting

SCHEDULE AGeneral Information

Service Element 1 - Information, Advice and Signposting

Service Element 2 - Housing options

Service Element 3 - Minor adaptations

Service Element 4 - Making homes healthier and safer to live in

Service Element 5 - Mandatory Disabled Facilities Grant

Service Element 6 - OT Service

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Service Element 7 - Assistive Technology

Service Element 8 - Able to Pay

SCHEDULE BService Volumes

Better Care Fund Outcomes

SCHEDULE CHousing Assistance Policies

SCHEDULE DLocal Strategic Objectives

SCHEDULE EWorcestershire Monitoring System

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1.0 INTRODUCTION

1.1 The Service Specification sets out the minimum requirements in respect of the provision and delivery of Promoting Independent Living (PIL) services (“the Service”) across the county of Worcestershire.

The service is being jointly procured by a partnership of six District and Borough Councils (‘Districts’) and Worcestershire County Council as set out below;

Bromsgrove District Council Malvern Hills District Council Redditch Borough Council Worcester City Council Wychavon District Council Wyre Forest District Council Worcestershire County Council

Together these partners shall be referred to as the “Partnership” with Worcester City Council appointed to act as the Lead Authority for the joint procurement of “the service”.

1.2 The individual elements that will comprise the Service are detailed in Schedule A.

1.3 For contextual purposes, the current service received 6659 enquiries during 2018/19, provided 4159 minor adaptations and 636 disabled facility grants. The aim of adaptations is to restore the use of the home so that people of all ages can regain or retain their independence and carry on living in the community. More detailed information can be found at Schedule B.

1.4 The funding provided for the PIL Service is being used in more creative ways in partnership with health and care colleagues to ensure appropriate quality information and advice is provided to service users their families and carers to improve people’s health and wellbeing and contribute to reducing health inequalities in the county. It will also prevent the use of higher cost interventions such as the introduction of the first Dementia Dwelling Grant in Worcestershire used for example, to improve the lighting for a person with a visual impairment and to redesign a bathroom for a person with dementia has promoted independence and improved the quality of life for the carer as well.

1.5 Better Care Fund outcomes have been used to demonstrate the transformation that can occur in people’s lives when they feel in control of their home environment. The Service promoted 5209 people to remain living

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independently during 2018/19. More detailed information can be found at Schedule B.

1.6 The service should not promote disability and will need to appeal to people of all ages including: families with disabled children, younger disabled and the older generation who do not want to be treated as ‘old’. It is about enabling independence not promoting disability. A national governmental review of the disabled facilities grant is recommending a change in name for the grant to promote enablement and independence and not disability. The service needs to be mindful of this future change and be delivered in the same way. The service will need to be person-centred that is able to create a home environment that enables people with physical, mental and medical disabilities to live a full life.

1.7 An integrated team approach is required which brings together occupational therapists (OT’s), technical officers and caseworkers into a single team with a single point of contact throughout the process providing appropriate advice and information to promote health and wellbeing, advice regarding minor adaptations, housing options and support to move as well as the major adaptations funded by the DFG. Strong working links will also need to be achieved with the Community OT’s and the Integrated Community Equipment Service provided by the Worcestershire Health and Care NHS Trust and the assistive technology service currently being commissioned by Worcestershire County Council. The provider will be expected to keep appraised of best practise and incorporate into their service offer and also make the best use of local and community assets as part of the information and advice offer.

1.8 The service being commissioned will be for a period for 3 years with an option to extend for a 1 or 2 year period (including 1 + 1) dependent of funding settlements and if agreed by the Partnership and the Provider on the basis of successful delivery of the service.

1.9 The Partnership reserves the right to renegotiate the contract with the successful provider if funding settlements received are amended over the course of the contract for services procured. The Partnership reserves the right to terminate the contract should it be required. It is expected that a 6 month break clause will be included in the contract.

2.0 ADDITIONAL SERVICE ELEMENTS DEPENDENT ON FUNDING

2.1 Dependent on the availability of funding (subject to a successful bid currently in progress) two further service elements 7 & 8 should be considered as part of the service model by the Provider within this contract:

2.2 Service Element 7 - Assistive Technology

2.4 Service Element 8 - Marketing & Able to Pay

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3.0 FORWARD THINKING

3.1 The Provider will also need to support and work with the Partnership to develop a long term strategic plan co-designing and setting out proposals to change the way that traditional home improvement agency (HIA) services and the newly commissioned Worcestershire Promoting Independent Living Service are commissioned in Worcestershire bringing an appropriate range of housing, health and social care services together under an alliance of Enhanced Promoting Independent Living Services (PILs).

This will need to look into the potential of widening service provision, particularly engaging with social care, public health and health partners as potential funders to create:

Integrated team/s in all areas to simplify and speed up the customer journey. Better analysis of local need to develop preventative strategies and determine levels of revenue and capital funding.

A single point of access with ‘good conversations’ making every contact count (MECC) at the start and people routed down appropriate pathways.

The DFG and Integrated Community Equipment (ICES) budgets to both be in the Better Care Fund (or its successor) to join up DFG services with equipment provision and minor adaptations.

3.2 The development of this enhanced approach will be required. Additional funding maybe available and will be pass ported to the provider to assist with developing this.

4.0 PROVISION OF A PIL SERVICE - DESCRIPTION

4.1 Vision

The Partnership’s Strategic Vision is:

“To create the right home environment for Worcestershire residents that is essential to their health, wealth and wellbeing, throughout life through joined up and timely responses.”

4.2 Service Values

The following service values will need to be addressed within any tender for the service;

The Provider or consortium of providers will adopt a person-centred and proportionate approach.

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The diverse needs of people (including cultural diversity) will be recognised

People will be enabled to retain and regain the greatest possible choice and control over their lives and their homes

People will be treated with courtesy, respect and dignity. People will be personally involved in any decision making process

that impact on their lives. People will be kept informed of what is happening at each appropriate stage

People' views will be sought on the quality of the service provided.

4.3 General Requirements of the Service

The Worcestershire PIL service will operate by providing a range of service options to support the improvement of the health and wellbeing of the local population with the aim of adaptations being used to restore the use of the home so that people can regain or retain their independence and carry on living in the community. This will be achieved with service elements supporting the Partnership in a flexible way to provide positive outcomes for people:

1. Information and Advice, Signposting (MECC)2. Housing Options 3. Minor Adaptations and Handyperson services4. Making Homes Healthier and Safer to Live In 5. Mandatory DFG Adaptations6. OT/Trusted Assessor

Service Elements Dependent on additional Funding:7. Assistive Technology - new materials and advances in information

technology mean the DFG needs to evolve if it is to remain relevant for the next decade and beyond.

8. Marketing & Able to Pay

Each of the eight service elements are described in Schedule A.

The PIL will deliver services that are compliant with a new Worcestershire Housing Assistance Policy which will be developed using the current district housing assistance policies and in line with Schedule C. The focus of the policy is to restore the use of the home so that people can regain or retain their independence and carry on living in the community. A set of guiding principles for assessment should be adopted.

Table 1Nine guiding principles for installing adaptations

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Need to retain or restore dignity Need to have values recognised Need for relief from pain, discomfort

and danger Need to minimise barriers to

independence Need for some element of choice

Need for good communication as part of giving choice

Need for light Needs of children: to provide for

growth and change; need for space Needs of other family members and

of the family as a whole

Recommendations taken from the National DFG Review

The PIL will offer people an efficient and effective person centred service that also meets individual Council requirements. This will include endorsing an outcome approach contract linked to performance targets and rewards / penalties and ensuring effective communication and data sharing with the Partnership.

The Provider will develop procurement practices including bulk purchase and call off arrangements with suppliers and additional framework agreements with contractors.

The PIL delivers an integrated approach to using the currently named Better Care Fund supporting the outcomes in the Worcestershire Better Care Fund Plan defined in 4.4 below. A regular review process will be conducted by the Partnership to re-consider their investment of resources based on service demands and allocated budgets.

4.4 High Level Service Outcomes

The Promoting Independent Living service will improve the health and well being and help to reduce pressures on the NHS and Social Care by delivering the following high level outcomes for people:

That people within Worcestershire can make informed choices about where and how they continue to live into later life or with physical and/or mental ill health.

That older and disabled people can exercise choice and control over their home environment and being able to live independently in their home of their own choosing.

To help maintain and improve dignity for older and disabled people living independently in their own homes.

Enable informal and formal Carers to continue to support older and disabled people in a home of their choice for as long possible.

To generate wider economic benefits by encouraging investment by older and disabled home-owners in their own homes

To ensure appropriate and timely deployment of the entire range of health, care and housing responses and solutions for people who are ill, frail or otherwise facing changing needs.

5.0 LINK TO LEGISLATION AND STRATEGIES

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The context in which Promoting Independent Living (PIL) and Home Improvement Agency (HIA) services are delivered has changed significantly in the last decade. Health starts at home and although the DFG, Repairs and Handyperson Services are about altering the built environment, the service is also about supporting disabled and older people to be independent, enabling carers to continue their role safely, improving health and wellbeing, preventing accidents and helping people to return from hospital. The service works alongside social prescribing initiatives, prevents falls in the homes and supports the wider work around dementia. The Dementia Dwelling Grant has showed the individual benefit to the person and their carer. These services therefore cross the boundaries between housing, health, and social care.

Reflecting this cross-sector role, in April 2015 the Disabled Facilities Grant became part of a joint health and social care budget, the Better Care Fund (BCF). At national level there is a clearer focus on the integration of housing with health and care services. In March 2018 an updated Memorandum of Understanding on `Improving Health and Care through the Home’ was signed by all the principal national organisations concerned with the delivery of housing, health and care services. This is also reflected by commitment to a local Worcestershire MoU signed by stakeholders from across the housing, health and care economy in Worcestershire. This includes the Worcestershire Strategic Housing Partnership and the Health and Wellbeing Board who have signed up to the MoU and have demonstrated their commitment to working within the framework. An Independent Review of the Disabled Facilities Grant commissioned by Government and published in December 2018 recommends local authorities take a strategic approach to housing services across the Health, Care and Housing sectors.

The way services are delivered at local level is also changing, driven by the 2014 Care Act, Sustainable Transformation Planning for health and social care, NHS Local Transformation Plans and local authority restructuring and devolution. Prevention is crucial to improving the health of the whole population, reducing health inequalities, and helping secure the health and social care services we all value and rely on. It will also boost the health of our economy. Good practice is evolving as transformation and service integration takes place. There are opportunities to join-up formerly separate services and provide more holistic solutions for disabled and older people. Promoting Independent Living services including the PIL are part of the solution to widely accepted proposals to increase choice, empower individuals, develop local solutions and prevent, reduce or delay the need for care packages in an ageing society.

Common objectives underpinning our procurement approach for PIL services are supported in a range of local plans and documents: Please find attached at Schedule D.

6.0 CURRENT SERVICE DELIVERY

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The current service provides the range of services elements already described at section 4.3. It is delivered from a central base with a single customer telephone number to access the service.

The current service received 6659 enquiries during 2018/19, provided 4159 minor adaptations, 636 disabled facility grants. More detailed information can be found at Appendix B.

Where possible the seven authorities and Community Occupational Therapy (including District Council funded OT’s and caseworkers) have worked with the HIA Provider to develop common policies and practices. However the HIA delivers services in line with individual fund holder requirements and for the Districts this primarily means in line with their Housing Assistance Policies. There will be a commitment from Districts that they will work together and with providers towards a common Housing Assistance Policy which will be formally approved and come into operation from the start of the contract.

6.1 Funding streamsThe planned indicative funding for PIL services in 20/21 is just under £5.5m (subject to Government funding allocation confirmation) and is drawn from a range of sources including housing, health and care budgets.

Table 2: Indicative PIL funding 20/21Service Elements Funding Streams TotalService elements contained in Housing Assistance Policies listed in Appendix C.

£4,765,675

Occupational Therapy resource £75,000

Districts

Housing Options

BCF (DFG)

£60,000Worcester-shire County Council

Information, Advice and Support for the operation of the service which contributes to meeting Care Act and Public Health requirements of improving health outcomes and reducing health inequalities.Minor adaptations, DFG top up, Minor adaptation equipment and handyperson .

Public Health Grant WCC – Adult Social Care

£341,620

£256,347

Total £5,498,642

7.0 SERVICE MODEL

7.1 Target GroupThe successful provider will be expected to deliver a PIL information and advice service element that is accessible to all. However, the service will be

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targeted towards people that need this support to continue living independently in their own homes.

The service will be marketed to any one of the following groups (resident within Worcestershire), regardless of their financial status or their tenure, i.e. Whether they own their own home or live in any form of rented accommodation; Vulnerable individuals and families Disabled people including children with special needs People with mental health needs and/or learning disability Frail and/or older people Carers

7.2 Service Accessibility

The Service will operate from Monday to Friday between the hours of 9.00 am and 5.00 pm, excluding bank holidays. There will be a single point of contact for all enquiries with ‘good conversations’ and using the MECC principles at the start and people routed down appropriate pathways relating to promoting health and well being and enabling independent living. There will need to be a single telephone number and e-mail contact address for all agency and direct referrals. This is not an emergency response service and there is no requirement for an out of hour’s response except in the event of a civil emergency. The service should be accessible in a variety of ways, including face to face, by telephone, letter, fax, e-mail, a dedicated website/page, social media and via a jointly accessible IT system.

Ideally staff will be located in the minimum of a single office based within the county. All officers should be within easy reach of the people they are dealing with, ideally with no more than 30 minutes travel time from any one customer from their base (although we accept this may be longer for very isolated rural communities). The service will be made available across the County, by all appropriate means, so that all sections of the local population including the target groups have an equal chance of accessing the service when they need it. The development of working links with Neighbourhood Teams (Primary Care Networks) will be required as well as the NHS Integrated Care System.

The Provider will develop and maintain a website providing general information about agency services contact details and a facility to manage on-line enquiries and customer feedback.

The service will be accessible irrespective of language or disability and appropriate arrangements will be made to meet customer needs.

The service will be monitored (refer to section on monitoring) to measure its success in reaching its target groups, as determined by eligibility for the service elements.

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The provider is expected to develop a service model with the ability to deliver the eight service elements and in conjunction with “The Adaptations without Delay Framework” diagram overleaf.

It should be noted that this model is not meant to be limited or exhaustive and further services may be required dependent on the need of the individual accessing the service.

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7.3 Marketing the Service

The Provider will actively market the services, developing a marketing plan to outline process and timescales for marketing the service.

Marketing the service will include:

Identification of target people and appropriate communication delivery channels.

Production and distribution of marketing materials such as leaflets, booklets, posters and direct mail.

Development of a website to support the promotion of the service. Advertising the service on Worcestershire County Council e-marketplace Advertising – local radio and press, online, local roadside posters. Attendance of key events and meetings with key stakeholders and strategic

partner organisations.

Marketing and Promotion

The Provider will ensure that the service is effectively publicised. The Provider will make links with relevant partners for example mortgage lenders, CAB, disability charities, hospitals, GP’s, Primary Care Networks, Equipment Service, Social Care teams. The Provider will work with Public Health and relevant key service providers to advise, support and signpost to services for strength and postural stability, social isolation and loneliness, supporting the principles of digital inclusion. This will support a preventative approach to improving health and wellbeing and trying to enhance the focus on self-help and care.

The Provider will promote their services to new and existing people, carers, the wider community, housing, health and social care professionals and voluntary organisations through a variety of channels and methods, including but not exclusively leaflets, posters, a website, talks, presentations and events.

The Provider will have accessible and suitable introductory information in a Customer Guide, comprising basic information as below; and will ensure that the information is in place and available on request to People, Potential People and their carers. It will include: A statement of purpose including aims of the service, philosophy of support,

eligibility criteria, for whom the service is intended, including the range and level of support of services provided

Contact details for the service including telephone numbers for the service and manager

Service provision: the type of service(s) and opening hours The geographical area covered by the service The Customer guide will be written in an accessible format e.g. available in

large print, appropriate languages, photographs, audio tape, Braille, video etc. and in plain language.

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The service must ensure that the Customer Guide is dated, reviewed annually and updated as necessary.

The service will be advertised on the County Council E-Marketplace and District Council websites etc.

The Provider should be aware of local partner strategies to ensure effective management of service demand.

The Provider will deliver half day training sessions for housing, health and social care professionals in community settings on topics on the range of services available.

7.4 Geographical coverage

The Service will be delivered within the boundary of Worcestershire as set out overleaf.

7.5 Expected Outcomes

The Provider will be expected to report at a District and County level on outcomes achieved on a quarterly basis. This will be via the local case management/operational meetings and the PIL Performance Management Board (Management Board) meetings.

The Provider will maintain effective systems for quality assurance and performance monitoring as required by the Management Board and will commit to being audited under the newly created DFG Quality.

The service will have a system in place to implement sustainable improvement in the quality of the service where this is required by the quality assurance and performance monitoring process and details of any such improvements shall be made available to the Management Board.

7.6 Customer User Satisfaction

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As well as operating a system to deal with complaints as set out in the Contract, the Provider shall seek feedback from people on their satisfaction with the service received at appropriate opportunities and covering the full range of services offered. This should also include questions regarding impact and quality of life gain.

Where capital works are undertaken, on completion of these works, the Provider will send to the customer a satisfaction questionnaire. The format of the questionnaire shall be agreed with the PIL Management Board.

7.7 Staffing for the Service

The Partnership recognises that essential to providing an excellent service to households is the quality and dedication of the staff. Staff will need to be experienced, knowledgeable and empathetic as well as committed to providing an excellent service to people. The service must be adequately staffed to deliver the requirements of each of the service elements and flexibility to meet the customer demands in each of the local authority areas, maintaining effective business operations. The staff should be appropriately trained with technical qualifications where required. This will include access to a dedicated Occupational Therapy Resource with appropriate clinical supervision and staff receiving recognised training to become Trusted Assessors. The approach and shape of what is required should be determined by the Provider. The cost of this will be evaluated based on the % of overhead required from the total Better Care Fund allocations to be paid by each of the second tier authorities. The maximum funding level available for the OT and Housing Options resources and Worcestershire County Council revenue contribution is defined in separate budget lines.

The Council will expect the staff providing the service, and their managers, to have a thorough understanding of the relevant legislation, case law, policies and procedures and good practice. The service must comply with all statutory obligations relating to the recruitment, retention and employment of staff as outlined in the Contract, including adult and child safeguarding, Disclosure Barring Service, health & safety at work (including lone working), and shall comply with the Equalities Act. Staff should be aware of wider legislative and service requirements particularly, but not limited too, the Human Rights Act 1998, GDPR 2018 and the Freedom of Information Act 2000 (and their successors if relevant).

Staff will need to be deployed on a flexible basis, within reason, in order to respond to peaks and troughs in demand. This will include fluctuations in service demands across the county area.

The Provider must also ensure resources are available to cover any prolonged period of sickness absence of staff where this is likely to affect service delivery at no additional cost to the Partnership.

7.8 Training and keeping up to date

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Training must be available to all the staff on a regular basis to ensure their skills remain up to date but the staff should also ensure that they train partners and other agencies in the work they do to reduce queries, duplication and disagreement over responsibilities. All people facing staff should receive “Making Every Contact Count” training. Staff should be given access to reading and online materials to keep their knowledge up to date and to understand and implement best practice from elsewhere. Where appropriate this information and knowledge should be shared with the Partnership.

8.0 THE OPERATION OF THE SERVICE

8.1 Business Plan Approach

Prior to the start of the service the Provider should develop and commence a Mobilisation Plan to ensure a smooth transition to the new service.

A marketing strategy should also be developed within the first 6 months and presented to the Management Board and linked to the service values and high level outcomes.

8.2 IT System

Currently the Districts and Community Occupational Therapist service access a common IT system owned by the Home Improvement Agency (`HIA Case Manager’ provided by Foundations). The IT system will need to be able to measure outcomes effectively to demonstrate service performance and compliance with the contract.

The Provider must continue to provide access to `HIA Case Manager’ for the first six months and either continue with this system or develop an appropriate alternative computer system to meet the requirements of the contract similar to the `HIA Case Manager’ system from Foundations (at no additional cost to the Districts). The Longer Term Strategic plan will need to consider the suitability of the IT system and working with sub-contractors. The Districts must have full access to the system and it should assist in case management and document management. Any new system must be approved by the Districts where the Provider is not using `HIA Case Manager’. If this is not the Provider’s system of choice then the cost to transfer and update the data and the costs of terminating the existing contract must be met from the Provider’s own resources.

The IT system annual licensing and maintenance costs and all other unforeseen expenses must be funded by the Provider.

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The IT system must be updated to ensure that information is as accurate as possible for generating the required range of reports.

All customer information and performance data included in the IT system will be passed back to the Partnership and funding partners at the end of the contract. Transfer of data must comply with GDPR.

8.3 Case Records

The Provider will maintain comprehensive records of all enquiries and cases, including contracts with, or made on behalf of people for the lifetime of the contract. Scanned copies of all correspondence and documents will be kept in accordance with GDPR. The Provider will keep detailed records of the process followed in each case, which will be made available at all times to the Partnership via the licensed officers. The use of NHS numbers on all case files will provide a way to identify individuals and produce evidence. The development of integrated working requires a way to measure outcomes effectively to demonstrate the transformation that can occur in people’s lives when they feel in control of their home environment. The Provider will need to show how this will be achieved.

The data will be owned by the relevant partners and transferred back at the end of the contract.

8.4 Civil Emergency and Business Continuity

A civil emergency and business continuity plan that covers a number of scenarios should be developed to be in place with the commencement of the service.

8.5 Partnership Working

Partnership working is an essential element to making the PIL Service a success. In the lifetime of the contract relationships and improved joint working practice will need to be continued or developed with appropriate Agencies including the Primary Care Networks, OT Service, Integrated Community Equipment Service, Assistive Technology and Re-ablement Service. The service provider will be expected to keep appraised of best practise and incorporate into their service offer and also make the best use of local and community assets as part of the information and advice offer.

The goal is to support the development of an enhanced PIL Service, the provider, its sub-contractors or consortium partners will be expected to

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work together with the partnership to develop services into an Alliance capable of working to shared outcomes.

Collaboration will take the form of attending meetings (which may include working out of hours) and undertaking training / information sharing sessions with other organisations. The Partnership may support the Provider as appropriate.

Commissioners: eg District Councils and County Council, A&I: Advice and Information, AT: Assistive Technology, HIA: Home Improvement Agency, DToC: Delayed Transfer of Care, HP: Handyperson, ICES: Integrated Community Equipment

8.6 Prioritisation for Adaptations to the Home

The Community Occupational Therapists categorise each mandatory Disabled Facility Grant (DFG) referral as either a 1, 2 or 3 priority (1 is the highest priority). Due to budget constraints and high customer demands some of the Districts use this prioritisation along with their own policy to manage who receives priority for a DFG. In some Council’s there are additional options for those people unlikely to be provided with a traditional disabled facilities grant and we will work with the Provider to develop and promote these options.

8.7 Get Safe at Work (Safeguarding)

The successful Service Provider is expected to have clear policies and procedures to ensure the organisation can robustly and safely run services for vulnerable adults and are able to provide clear evidence of how these policies

Existing Services

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and procedures are adhered to across the organisation. At a minimum, the Service Provider is required to have the following;

Equal opportunities and safe recruitment Data Protection and GDPR Health and Safety Safeguarding Adults and Children including child criminal exploitation

(including CSE) , Prevent and Modern Day Slavery Whistleblowing Professional Boundaries Dignity and Respect Risk Management Lone Working Employee Disclosure Financial Regulations Complaints

These policies and procedures should be reviewed on an annual basis (as a minimum). They must also be developed and reviewed in line with the local and national approach. This will include using the West Midlands Adult Safeguarding Policy and the Using Professional Judgements in Safeguarding Adults document which outline local processes.

The Provider must have a training programme for staff covering all types of abuse including safeguarding and this training should be mandatory for all new employees and existing staff on a regular basis. This should be included in all relevant policies.

The Provider must ensure information is given to people about how they can report abuse if they believe it has taken place.

8.8 Health and Safety

The Provider should ensure the service complies with all relevant legislation and good practice with regards to Health and Safety and that this not only relates to their own organisation and employees but also that any contractors they use to undertake works.

Risk Assessments must be in place including for lone working, office working etc. and contractors / the Provider must consider the health and safety of people when work is being undertaken to their home. All staff must be trained in Health and Safety legislation, policies and procedures and given regular updates.

The Provider should be able to evidence learning within the organisation from when things go wrong and accidents / incidents occur.

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9.0 QUALITY & MONITORING

The Provider will be required to report on outcomes, outputs and key performance indicators as part of a Worcestershire monitoring system attached at Schedule E. The Management Board, on behalf of all the Partnership, may change these indicators with agreement from the Provider on an annual basis.

The service will be monitored to measure its success in reaching its target groups, as determined by eligibility for the service elements. Timescales are also a vital element in monitoring how well the service is being delivered. The Local Government Ombudsmen Report into DFG delivery identified timescales for urgent and non urgent DFG’s. The Provider will be expected to establish timescales for delivery of the different types of financial assistance within the new Worcestershire Housing Assistance Policy in consultation with the Partnership/Management Board.

The Provider will set out in their quality question responses other indicators they intend to record for their own management purposes. The Management Board reserves the right to request a report on some or all of these additional indicators.

The Provider will have responsibility for day-to-day monitoring and will retain accurate and up-to-date records sufficient for this purpose.

Any research / survey methods, including sampling proportions, will be shared / agreed if required with the Management Board.

The Management Board reserves the right to audit a sample of these output, outcome and key performance indicators.

All reports should be produced on a quarterly basis (unless otherwise requested) and be circulated to the Local Operational Meetings and the Management Board at least 10 days in advance of their meetings. Meetings will need to be organised in advance to achieve the required receipt of information.

The range of outcomes, outputs and performance indicators to be collected by the Provider, using an information management system such as `HIA Case Manager’ or similar, are included in this specification. This system must give the service the ability to interrogate the data to provide relevant reports.

9.1 Further Reporting

In addition to the outcomes, outputs and key performance indicators the Management Board may also request to see other information, including but not exclusively: The current Customer Guide

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Policies and procedures Evidence of effective marketing information for People Customer satisfaction surveys Complaints and compliments – number, stage, time taken to resolve Customer feedback Employees induction and training programme Evidence of equalities impact assessment Number of safeguarding alerts That any safeguarding incidents have been reported and handled

appropriately That the safeguarding process clearly links with and is referred to in other

policies and procedures (e.g. equalities, bullying and harassment, complaints, confidentiality etc.)

Financial accounts and returns to regulatory bodies Outcomes and lessons learnt as a consequence of customer interaction Health and safety issues

Schedule A

The individual elements that will comprise the Service

General Information

The overarching principle of the PIL is to provide a person-centred service that promotes independent living through information, advice and provides solutions in the home to meet a disabled person’s needs in a timely way. The approach needs to be person centred and focussed on prevention to reduce higher cost health and social care services being required. It should shift the thinking from ‘welfare’ to ‘investment’ so that decisions are taken, not at crisis point, but in a more preventative way that is based on the long-term health and wellbeing of disabled people and their families.

The elements detailed in this Schedule A are the basis of the Service but this also includes 2 elements 7 & 8 that are subject to the availability of alternative funding.

The Provider will need to have regard to the financial standing orders of each partner as they will differ with regards to thresholds for obtaining quotes, tenders etc.

The majority of these services are expected to be provided for free to the customer. Where they are to be charged for services or where a means test is required to determine eligibility, this is indicated.

People may be referred to the service for information and advice from a range of sources including Hospital in Patients, GPs and Neighbourhood Teams/Primary Care Networks, OTs, local councils, advice agencies and self referrals. The service will be advertised on the Partnerships’ websites.

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For the commencement of the Contract, the Provider will be required to develop a variety of framework agreements using a fair, open and transparent procurement process ensuring all contractors are reputable and trusted services that represent best value in terms of quality of service and price. This will need to be in line with the relevant Local Authorities procurement processes.

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SERVICE ELEMENT 1 – INFORMATION, ADVICE & SIGNPOSTING

1. Service Description

A key element of the PIL service is to provide advice and support to vulnerable individuals in making the right decisions about their home, and in particular it’s continuing suitability to meet their needs.

People will be offered a broad range of information to guide their choices and decisions to enable independent living. This information and advice will cover:

Housing Options Falls Prevention Home safety and security Help to move Handyperson Services Home Repairs Energy Efficiency Equipment Telecare / Assistive Technology Adaptations to the home (covering full range of options available) Access to equity release and other funding including charitable, Hardship and

private Welfare benefits advice General Health & Well Being Advice

2. Eligibility of Service

All people will be eligible to receive the information and advice service. However, the service will be targeted towards people that need this support to continue living independently in their own homes.

The service will be marketed to any one of the following groups (resident within Worcestershire), regardless of their financial status or their tenure, i.e. whether they own their own home or live in any form of rented accommodation;

Vulnerable individuals and families Disabled people including children with special needs People with mental health needs and/or learning disability Frail and/or older people Carers

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3. Guidance to service delivery

The Provider will help people understand the full range of options available and access appropriate services to meet their needs. The Provider will work with people in identifying options for people to consider maintaining their choice, and control, at each stage of the process.

In order to provide the widest range of options for people the Provider must develop and maintain a comprehensive knowledge of relevant local, regional and national organisations and services (public, private, or third sector) available to assist in achieving the right outcome for people, and develop robust referral mechanisms with those agencies. This will include the development of appropriate protocols regarding the sharing of information and joint working with agencies that promote independent living e.g. the provider of the Assistive Technology Service and Integrated Community Equipment Service.

The Provider will have knowledge of other organisations policies including Care Act entitlements and Allocations Policy to be able to advise people of the most appropriate option for their circumstances

The Provider shall ensure support to People will be provided at a number of different levels, dependent upon their needs and wishes, including:-

Information, Advice and brokerage (including form filling and legal entitlements), Signposting and referral to other Service, Service co-ordination (where several agencies are involved in delivering the

required outcome), Service delivery (the direct provision of other service elements),

From the receipt of an enquiry the Provider will give information about availability of the service, eligibility criteria, and what a customer can expect from the Provider. The Provider will ensure that they have appropriate permissions to act on behalf of any customer.

The Provider will undertake a home visit where appropriate. This is to gather financial and personal information to advise the customer of the range of available options, and to agree an appropriate course of action, including possible sources of funding. Where appropriate or where requested to do so by the customer, the Provider will act on their behalf to ensure that they receive any state or other benefits (e.g. annuities, grants) to which they may be entitled, in order to maximise income.

For each person referred to the Provider for information and advice, the Provider will be required to carry out the following tasks:

Conduct a high level assessment of needs and provide the information and advice required.

Explore all available options and identify the most suitable options to meet the

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customer’s needs. Ensure the support necessary to take the next steps in the process toward

obtaining the required service. The Provider will be required to provide information and advice via the

following channels:o First contact will be by telephone or will be online and the Provider will

provide information and advice as required and in a suitably accessible format.

o If the customer’s needs are more complex, the Provider will visit the customer’s home to provide information and advice required.

o If the customer is in hospital, the Provider will visit the hospital to provide information and advice required.

o In the future, the Provider may be required to provide information and advice from other locations such as Neighbourhood team bases?.

The Provider is expected to work with the Partnership and emergency services to assist with practical and emotional support to those affected by an emergency.

Depending upon the emergency and the situation the service will offer assistance where possible to provide: Information regarding the emergency Financial and legal advice Emotional support Advice and support for further assistance Communication facilitation Point of contact for longer term support and advice

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SERVICE ELEMENT 2 – HOUSING OPTIONS

The Provider to offer a Housing Options service to customers where it is deemed a move to more suitable accommodation may be more appropriate. This might be in the following circumstances;

a) Their current landlord refuses an adaptationb) The scope or cost of the works doesn’t meet the DFG eligibility criteria c) Where it is not possible to adapt the property appropriately.

The provider will work with the customer in identifying appropriate housing options including a move to social housing, home ownership or a move to Extra Care.

Where an appropriate property is required the provider will support the customer in accessing the accommodation including through partnership work with Registered Providers, allocations and nominations schemes including bidding on properties or providing supporting evidence.

Where an appropriate property is identified (purchased or offered by a Registered Provider) the Provider will assist the customer in moving home through support to arrange removals, reconnections, etc.

SERVICE ELEMENT 3 - MINOR ADAPTATIONS AND HANDYPERSON SERVICES

1. Service Description

People will be offered a range of Minor Repairs and Adaptations to support independent living and achieve the high level outcomes in this specification. These services include:

Handyperson service: provision of simple household electrical, plumbing and DIY jobs such as changing a fuse, unblocking a sink and putting up curtain poles.

Minor Adaptations: provision and installation of items such as small ramps and hand rails,

The Provider will be responsible for vetting and checking organisations/individuals who will provide the works and securing fair and reasonable prices for customers. The service will maintain a list of/provide a range of reputable handy person services.

2. Eligibility of Service

All customers will be able to access and receive Minor Repairs and Adaptations, although the service will be marketed to customers that need this support to continue living independently in their own homes.

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Handyperson Service

This is a subsidised service for individuals where a handyperson intervention would meet the high level outcomes of the spec (to be assessed by the Provider). Open referral route for the service.

Minor Adaptations Service

Referrals will be made by Occupational Therapists/Trusted Assessors for individuals requiring adaptations under the agreed threshold for minor adaptation and for where a minor adaptation would meet the high level outcomes in the service specification.

Minor Adaptations may be carried out on behalf of members of the public who are self funders and those customers who do not fall into the criteria above. There will be a charge for this service

3. Cost of Service

Minor Repairs/Handyperson Service

Individuals will be charged for the equipment used and a fee for work. County Council funding is currently available to subsidise this fee.

Minor Adaptations ServiceOccupational Therapist assessment will identify Care Act eligible customers whose minor adaptations under £1000 need to be funded otherwise this service will need to be paid for by the customer.

SERVICE ELEMENT 4 – MAKING HOMES HEALTHIER AND SAFER TO LIVE IN (SUBJECT TO FUNDING) – please refer to the Housing Assistance Policies in Schedule C for more detailed information

1. Home Repairs, Safety and SecurityPeople will be offered a range of Home Repairs, Safety and Security services to support independent living. The services may include jobs such re-wiring or replacing broken windows.

2. Dementia Dwelling GrantIt will provide aids and adaptations in the home designed to enable people with a diagnosis of dementia to manage their surroundings, retain their independence and reduce feelings of confusion and anxiety.

3. Home from HospitalAssisting people leaving from care settings or hospital back into their own homes as quickly as possible.

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4. Home Repairs AssistanceTo ensure that vulnerable people remain safe and healthy in their homes.

5. Sanctuary GrantTo prevent victims of domestic violence from becoming homeless because of security concerns at their home. 6. Standard AdaptationThe aim of this grant is to enable applicants to have access to and around their homes, or to use essential facilities in the home to enable them to live independently.

SERVICE ELEMENT 5 – MANDATORY DISABLED FACILITIES GRANTPlease refer to the Housing Assistance Policies in Schedule C for more detailed information

These grants are awarded to enable applicants to have access to and around their homes, or to use essential facilities in the home to enable them to live independently.

GUIDANCE TO SERVICE DELIVERY FOR SERVICE ELEMENTS 4 AND 5

Provider will be required to carry out the following tasks for each person:

Check the referral/application is reasonable, appropriate in line current policies and legislation.

Visit each household to carry out an assessment to determine eligibility for housing assistance. This will include a test of financial resources where applicable

Produce a suitable specification based on recommendation eg occupational therapy team.

If the person is in hospital, the Provider will also visit the hospital to provide the service (if required).

If required, the Provider will determine whether the person may be able to apply for this funding or any other funding source and support the funding application process.(including charitable funding)

Select the contractor offering best value from the framework agreement (or other agreed method) and facilitate the production of a contract between the customer and the contractor.

The Provider will be responsible for vetting and checking organisations/individuals who will provide the works securing fair and reasonable prices for people. The

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service will also maintain a list of/provide a range of reputable handy persons services.

SERVICE ELEMENT 6 – OT/TRUSTED ASSESSOR

The provider is expected to develop a service model with the ability to deliver the eight service elements and in conjunction with “The Adaptations without Delay Framework” diagram.

SERVICE ELEMENT 7 – ASSISTIVE TECHNOLOGY

New materials and advances in information technology mean the DFG needs to evolve if it is to remain relevant for the next decade and beyond.

The rise in smart home technology should be investigated and the use of low cost solutions that are available on the high street. Kit like the Amazon Echo is starting to be used to help with medication reminders, remotely control lights and heating, and detect falls. This has clear potential to keep people independent and outside of social care systems and should be considered as part of the service if funding allows.

SERVICE ELEMENT 8 - ABLE TO PAY

The Provider will have to develop a business led approach with dedicated marketing resource and the ability to procure and sell (including loan products) what is wanted and required by the paying customer.

The majority of disabled people will not be eligible for a DFG or would prefer to organise work themselves, but it is hard for people to get reliable information on home adaptations from retail suppliers. There is an important role for home improvement agencies to provide information and advice in conjunction with the low-cost handyperson services.

Schedule B

2018/19 Service Volumes for Worcestershire

Broms-grove

Malvern Hills

Redditch Worcester Wychavon Wyre Forest

TOTAL

People given advice, information and guidance

1022 870 878 1183 1446 1260 6659

DFG of all value 117 83 96 93 120 127 636

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Broms-grove

Malvern Hills

Redditch Worcester Wychavon Wyre Forest

TOTAL

Number of adaptations delivered No. of households assisted: minor adaptations

583 492 503 827 990 764 4159

No. of people assisted on handyperson scheme

5 1 3 9 40 0 59

Number of repairs completed

7 2 15 2 1 19 46

No of Dementia Dwelling Grants

49 18 47 31 109 89 385

Contribution to BCF outcomes Number of Cases – 18/192284443538

Promote independent living?(A triage approach is used)

5209Prevent an unplanned admission to hospital? 595Facilitate a timely discharge home from hospital or care?

248

Reduce pressure on informal carers? 370Enable the person to remain in their own home? 501Reduce or delay an increase in package of care? 519Reduce or prevent a fall 3813

Schedule C

Hyperlinks for the housing assistance policies are:-a. Worcester City Council Housing Assistance Policyb. Wyre Forest District Council Housing Assistance Policyc. Redditch Borough Council Housing Assistance Policyd. Bromsgrove District Council Housing Assistance Policye. Malvern Hills District Council Housing Assistance Policyf. Wychavon District Council Housing Assistance Policy

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Appendix D

LOCAL STRATEGIC OBJECTIVESCommon objectives underpinning our procurement approach for PIL services may be found in the following documents:

Strategy Signatories and partners

Common Objectives

The Worcestershire Housing Partnership Plan

3 x CCG WCC Ratified by 6

District Councils

Create a partnership approach to enable people to live as independently as possible’ (p.6). This will be delivered through the high-level action of ‘Improving collaboration, coordination and integration of healthcare and housing (p.7).’

Worcestershire Health and Well-being Strategy

NHS WCC Public Health Note District

Council Responses to Health and Wellbeing Strategy

‘to integrate commissioning plans and pool budgets wherever possible’

1/3 priorities: ‘Good mental health and wellbeing throughout life’

1/6 underpinning principles inc: working in partnership

commits to ‘encourage close working between commissioners of health related services (…housing and …commissioners of health and social care services’) (p.15).

signed up to the MoU on housing, health and social care

Contribution to the BCF annual plan

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Herefordshire and Worcestershire Draft Sustainability and Transformation Plan 2016

4 x NHS trusts

4 x CCGs 5 Primary

Care consortia

2 County Councils

‘Essence…keeping people well and enabling them to remain in their own homes’ reduce the reliance on hospital

beds Building strong and resilient

communities through wider work around employment, housing and education

‘Big Priorities’: Independence & Prevention

Worcestershire Extra Care Housing Strategy 2012-2026

WCC 6 x DCs

Recognises and reflects ‘the desire for people to continue to live in their own homes’ (P.9)

Identifies that 4703 additional units are needed across Worcestershire by 2026.

Redditch and Bromsgrove Alliance, Annual Review 2017/18,

South Worcestershire Alliance Board, South Worcestershire Annual Review 2017/18

Wyre Forest Alliance, Wyre Forest Annual Review 2017/18

CCGs Joint Aim: ‘a system where patient interests come first and resources are collectively focused on improving health outcomes, supporting people to stay well and to live independently for as long as it is safe for them to do so’ Personalised Local Integrated Preventative Focus on self-management

Worcestershire’s Supported Living Strategy 2017/18-2018/19

WCC developing a range of housing options ….for people with LD

people supported with different forms of technology’ (p11-12).

Joint Strategic Needs Assessment:

Fuel Poverty & Cold Homes

Older People

As in HWBB strategy

provide partnerships to tackle issues of FP & cold and damp ensure a single point of contact

'health and housing' referral service is commissioned, to help vulnerable people who live in cold homes’

Quantifies growth onlyHerefordshire and Worcestershire's Living Well with Dementia Strategy 2019-2022

Herefordshire and Worcestershire health and care

In development as last one ended 2016.

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Integrated Care for OlderPeople in Worcestershire2018-23

CCGs Acute NHS

Trusts WCC AgeUK Carers’

Forum

Partners need to work collaboratively

Support Integration Enable effective responses to

need outcome framework predicated in

Awareness, Access, Wellbeing, Prevention and workforce development

Appendix E

WORCESTERSHIRE MONITORING SYSTEM

Quarterly InformationThe main performance will be with regard to the level of spend against annual allocated budget 2019/20, 20/21 & 21/22 and up to a further 2 years. The target will be 95% committed or spend at year end of the annual capital budget allocation.

Please see example spreadsheet.

County InformationPerformance information on the take up of MECC training and referrals to specified services and Public health outcomes by agreement will be required.

Annual Information

An income and expenditure statement for the Services

A certified statement of income and expenditure incurred on the Services for the preceding year

A copy of any audited accounts relating to the Services for the previous financial year

A certified statement of income and expenditure proposed for the following year A copy of current insurance documentation; public and employers liability

A copy of amendments to quality assurance procedures (if any).

A review of working practices and policies to mitigate against safeguarding issues.

A copy of amendments to the Complaints Policy and procedures (if any).

A copy of amendments to Health & Safety procedures (if any).

Any relevant management information

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